Transforming CX

Simplify Your Customer Experience

Optimize Your Program Outcomes

Your constituents expect world-class experiences, whether they’re interacting with private companies or your program. They want to resolve their issues quickly and securely through easy, modern interfaces. 

For more than fifty years, Navient has simplified customer experiences for even the most complex programs. Across our enterprise, our “CX as a service” (CXaaS) solutions transform experiences for a broad array of agencies and programs by:

  • Optimizing outcomes

  • Simplifying experiences

  • Maximizing the value of technology

  • Making data-driven decisions and operating with agility

  • Delivering on our commitment to social responsibility

Powering it all is NaviConnects®, our proprietary, state-of-the-art CX ecosystem.

Optimized operations and outcomes

  • FedRAMP-secure, cloud-based, API connectable, and consumption-priced solution

  • Half century of differentiated government CX expertise

  • Data-driven decision-making, informed by customer feedback, robotic process automation (RPA), analytics, and reporting

  • Workforce management (WFM) agility and scale

  • Award-winning training program

Omnichannel inbound and outbound communication ecosystem

  • Live phone support

  • IVR

  • E-mail

  • SMS text chat

  • Webchat

  • AI-enabled chatbot

  • Paper/postal mail

Integrated governance delivered by a dedicated Program Management Office

  • Consulting

  • Cybersecurity

  • Compliance monitoring

  • Fraud mitigation

  • Internal controls

  • Staffing

  • Training

  • Resource prioritization and allocation

Check Out Our Best-Practice Insights For Transforming Your CX

Optimizing Your Program’s Digital Experience (DX) Isn’t Just a Good Idea. It’s a Requirement.

The 21st Century Integrated Digital Experience Act (21st Century IDEA) requires all executive branch agencies to:

  • Modernize their websites

  • Digitize services and forms

  • Accelerate use of e-signatures

  • Improve customer experience

  • Standardize and transition to centralized shared services

Our DX playbook shares best practices that can help you meet these requirements while also keeping you on track to achieve your goals for program efficiency, costs, security, and constituent outcomes.